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Telephone Administrator

2 months ago

New Orleans, United States Nationwide IT Services Full time
Job DescriptionJob DescriptionAvaya 8710 ITSM Telephony/CMS/VDN Administrator
Secret Clearance required
Hybrid 

Summary
Nationwide IT Services, NIS, is seeking a Telephony Administrator to support the Navy Integrated Warfare Center, NIWC, LANT Integrated Service Center/Navy Enterprise Service Desk in New Orleans, LA., in the rapid expansion and maintenance of their Avaya 8710 PBX environment. 

The ITSM telephony team assists the government customer with validation and documentation of their existing environment while supporting the scheduled growth of new users during their consolidation activities.  Close integration with the BMC Remedy team is required to assist the services desk, SaaS, and internal customers in the configuration, maintenance, & problem resolution of all voice-related activities associated with the PBX.

Additionally, the selected candidate will engage in coordination with the Norfolk NIWC COOP site telephony administrators to ensure proper configuration and operation in support of the after-hours service desk activities.

Duties may include some after hours activities for the purpose of problem resolution, upgrades, software enhancement and/or COOP activities during emergency or catastrophic events.

This is a full-time permanent position and requires an active Secret clearance or higher.

Duties & Responsibilities
  • Able to interact with existing and new customers.
  • Rapidly resolve customer incidents, and requests, or answer questions using but not limited to phone and e-mail.
  • Create Knowledge articles in BMC Remedy.
  • Document all communication in Remedy tickets, providing the required details to resolve issues.
  • Strong written and verbal communication skills.
  • A positive attitude, with a strong customer focus and desire to support the Department of Defense (DoD) mission.
  • Technical telephony support and operations of the Avaya 8710 Telephony software and hardware.
  • Provide technical and administrative support for new telephony equipment and services.
  • Act as liaison between the customer and the telephony vendors.
  • Perform software translations including but not limited to programming and configuration of Avaya PBX stations, Call-Master V1, 6408D+ digital phones, bridge appearances, programmable button assignments, cover-paths, class-of-service, class of restrictions, call-routing, hunt groups, and BRI data lines which support VTC Video units/bridges.
  • Add, modify, delete, and reset passwords for voicemail subscribers in the Avaya Modular Messaging System.
  • Create, duplicate, and edit vectors (enhanced vector package) in the Avaya 8710 telephony switch.
  • Add vector directory numbers (VDN) and create hunt groups.
  • Creation and maintenance of the COOP system vectors and associated Visio drawings and documentation.
  • Install and maintain (EAS) agent IDs based on user experience level for the department/skill in the Avaya 8710 telephony system.
  • Create, maintain, and monitor VDNs, agent groups, and skill reports in the Call Management System (CMS). 
  • Create, modify, and maintain agent ids, skills, and vector directory numbers of VDNs in the CMS dictionary.
  • Create agent groups in CMS for the Call Center Supervisors to monitor the real-time statics for skill and agent performance.
  • Generate agent groups and department skills in real-time, interval, daily, and historical reports to monitor the efficiency of the call center customer service.
  • Generate and distribute weekly and monthly Telephony reports to designated supervisors and management for review of individual performance and metrics to ensure that contractual requirements are being met.
  • Coordinate with remote site (Norfolk) as required to ensure proper operation of the after-hours COOP site.
  • Support nearly 200 Verizon cell phones across the MDM platform.
  • Administer all EC500 and ACD activities.
Qualifications
  • A minimum of 6 years of direct experience of providing Avaya Telephony/CMS/VDN solutions.
  • Trained on 8710 Avaya telephony switch, Communications Modular Messaging Version 5.2, Call Management System (CMS) Release 16 in the following areas: PBX software translations, voicemail subscribers, creation of basic and enhanced virtual vectoring, and utilizing variables.
  • Creating vector directory numbers (VDN’s), installing and configuring Call-Masters VI, create and maintaining skills, creating and maintaining Agent-IDs, maintaining Avaya IP Client software, and providing training to new hires.
  • Generate CMS real-time daily and historical reports for agents and skills. Initiate and resolve telephony service requests through the Remedy IT Service Management (ITSM) application.
  • Active Secret clearance required
  • Must be available during COOP activities as required.
About Nationwide IT Services 
NIS is an IT and Management consulting company, is a CVE-verified Service-Disabled Veteran- Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.   
  
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP), and educational reimbursement along with Pet Insurance. 

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status. 
 

 
 

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